We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Luggage

Lug Canada

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Luggage.

Complaints

Customer Complaints Summary

  • 6 total complaints in the last 3 years.
  • 1 complaint closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:17/04/2023

    Type:Delivery Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Lug has had shipping issues, that is fine. In fact they said it was a glitch with the system and shipping was generated, but nothing was shipped. The CEO’s issued a statement. My order is pending from January 28, 2023. I have contacted customer service through email, phone and left voicemails and through their new online portal. I have probably reached out 10 times over 2 months. Other than an auto online response I have not received a single response about my missing order.

    Customer Answer

    Date: 09/05/2023

    Hi there,

    I finally heard from lug and my outstanding items were shipped.  Only took 4 months.

    Thanks

  • Initial Complaint

    Date:04/04/2023

    Type:Delivery Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I placed order ********* on Feb 7. Lug took until March 15 to send me a tracking number. It has not moved since and I am both without my money and without my bag I ordered. Contacting customer service has fallen on deaf ears with no response after 4 emails.

  • Initial Complaint

    Date:01/03/2023

    Type:Delivery Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I placed an order from luglife.com on Feb 8, 2023. My order number is *********. I have emailed customer service 3 times, called and left a voice message for customer service and reached out on social media. Not one reply back with any response about the status of my order. They took my money approx $70 for a purse but have not responded to multiple attempts to request an update about my order. **** ***** ***** *** ******* ** ****** ****** ***** **** **** ** ** ******* ******* **** **** ******** ***** ** ****** ***** ***** *** **** ****** but no one can get back to me about my order.

    Customer Answer

    Date: 26/03/2023

    A general email was sent to all customers outlining some of the problems LUg has been having and I ended up receiving my order more than 30 days after the initial purchase.

  • Initial Complaint

    Date:07/12/2022

    Type:Delivery Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I ordered and paid for items from the company on November 12. On November 15 I received an email saying that my order had shipped from ***********, Ontario, Canada. I tracked my parcel over two weeks and watched it travel around the United States - Kentucky to Buffalo, back to Kentucky and back to Buffalo again. From there it went to Niagara Falls and then was received by someone named **** in Sanborn, New York. I have sent six emails to the customer care website, left multiple voice messages and emails three of the sales reps for the company. All have gone unanswered. I’d like to have my money returned to me or the products reshipped to me. Thank you.

  • Initial Complaint

    Date:01/12/2022

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I returned some items for a refund. The items arrived at their facility on Nov. 14. I received emails on Nov. 22 for each of the items I returned, saying the refund has been processed. It has now been a week (7 business days) and I have not received the refund on my credit card. I have attached one email where I have written confirmation that my return has been processed.
    Their customer service emails, and phoneline go unanswered. Every time I tried to email them, all I get back is an automated reply from *******. The phoneline doesn't even ring. After clicking through to the desired department you wish to speak with, you get a message saying they are experiencing higher than usual volume and you can leave a voice message. But I have never received a call back.

Lug Canada is NOT a BBB Accredited Business.

To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

Why choose a BBB Accredited Business?

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.